Step 1: In A&R > Cross Table, select your NPS variable so that it highlighted in blue
Step 2: Click “Edit” (top, middle of the screen)
Step 3: In the scaling factor box, enter “-100” for each code that should be subtracted, “0” for each code that should be left out of the equation and “100” for each code that will be subtracted from. Usually this means that:
- Codes 1-7 will be “-100” as 0-6 options are typically subtracted and categorized as “Detractors”
- Codes 8-9 will be “0” as 7 and 8 options are typically categorized as “Neutrals”
- Codes 10-11 will be “100” as codes 9 and 10 are typically categorized as “Promotors”
Example of the interface:
Resulting table: NB where it says “Average” this is the NPS score (Promotors minus Detractors) this row is typically used to display the average score, when using a scaling factor and the text does not update to reflect that it is actually “NPS” in this use case:
Note: that the above is not from a real study, it is an example designed to show users how to set-up the NPS calculation.